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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:
1. After a month,Level 3 provides an engineer with a proven workaround for the problem reported in an APAR that they created for a PMR. Apart fromupdating theclient with the work around, what else should the engineer do?
A) Edit the APAR and add the provided workaround to the Local Fix field of the APAR if not present.
B) Notify the other clients listed on the Interested Party for the APAR.
C) Add the provided workaround to the Error description field of the APAR if not described.
D) Create and publish a DCF with details of the workaround for the problem reported.
2. Which action must always be performed before submitting a new DCF technote?
A) Install the DCF Item Creator application.
B) Check for duplicate items in CAST or the Technote database.
C) Ask the customer if they agree to open a technote.
D) Forward the PMR to the BackEnd.
3. What is the purpose of IBM Redbooks?
A) provide how-to guidelines on RETAIN activity
B) provide specific information about products
C) provide guidance on how to manage PMRs
D) provide guidance on how to search in CCWin
4. When would a Solution Given code of 1 be entered into a PMR?
A) when a client chooses to terminate problem resolution activities
B) when a test solution as a fix is provided to the client
C) when a circumvention or workaround is determined and communicated to the client
D) when a final solution is provided to the client
5. In searching about the problem in a PMR, a BackEnd engineer finds that there is already a closed APAR for the problem which exactly matches the problem described in their PMR. Before associating the APAR with their PMR, which three steps should be taken?
A) Re-open the APAR so it can be associated to.
B) Check the fix provided is not already included in the release level quoted in the PMR.
C) Check the APAR closure code.
D) Confirm it is for the same Component ID.
E) Check the associated CMVC record for the resolution detailed by Level 3 (L3).
F) Notify L3 that an additional PMR needs to be added to the Interested Party list of the closed APAR.
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: B | Question # 4 Answer: D | Question # 5 Answer: C,D,E |
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